Customers expect all their interactions - in self-service and assisted-service; voice, e-mail and Web - will be handled quickly and consistently. Enterprise executives demand all customer touch points be tightly integrated and controlled with real-time insights into operational performance. With sophisticated routing, reporting and management capabilities across voice, e-mail and Web channels, the application ensures that.. |
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A call center is a mix of positive human interaction, involving customers, agents and the technology systems that support them. Technology is the essential enabler, with a focus on creating value for customers by meeting their needs. A call center can be broadly classified into |
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Inbound call center |
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Outbound call center |
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Blended call center |
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Responsiveness, performance measurement, customer satisfaction, management effectiveness & customer loyalty are needs define the tactical goals and strategic objectives of call centers. We provide industry leading technology and design in our solutions for call centers. |
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Package 2 |
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Package 3 |
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Package 1 |
The key elements of success being ease of integration, campaign management, and a variety of tools to increase customer satisfaction and agent productivity. The solution includes state-of the-art Predictive Dialer, ACD, IVR, fax on demand, Voice messaging, Voice Logging, and advanced call center management. |
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The ACD with the complete intelligence can be built within the solution to meet the ever-growing demand of call center operation. Apart than providing various call distribution logics, the solution provides: |
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Automatic Caller Identification (ACIS) such as that provided by Direct Inward Dialing (DID), |
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Dialed Number Identification Service (DNIS) |
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Automatic Number Identification (ANI). |
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Using IVR with its sophisticated ACD, the entire self-service inbound call flow process can be completely automated including the routing of calls and contacts to the appropriate agents based on agent skills. |
| Advanced predictive dialer algorithm automatically places calls on behalf of agents and routes only the answered 'live' calls to them. Dynamic CPA capabilities recognize and screen out disconnected numbers, fax machines, answering machines, engaged tones, and unanswered calls, delivering only 'live' answered calls. The solution also reduces nuisance calls and includes critical features such as Do Not Call list compliance, scheduled callback and calling clients on the basis of time zones. |
Voice Loggers record the conversations which is essential for certain applications. The logger allows multiple channel recording and supports both analog and digital lines. Each extension to be recorded is mapped to a particular channel on the logger. |
| The advanced campaign management makes the solution very flexible to be customized as per the customer requirement. It intelligently manages all the queues based on the call volumes, campaign schedules and the available agents and routes the calls to appropriate department as requested by the caller. |
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Package 2 |
The application delivers organizations of all sizes the ability to connect easily with their customers and build effective customer relationships. It empowers the agents with the information they need to rapidly answer queries and use intelligent skills-based routing to ensure each customer reaches the right agent every time, which plays a very important role in the enhancement of the customer service levels and helps reduce abandonment rates and increases staff productivity. |
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| The core component of the solution manages the queuing and appropriate delivery of all the interactions (voice, fax, e-mail, web) coming into the contact center. The application ensures First Call Resolution by delivering the call to the appropriate agent based on the following: |
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Duration of wait time |
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Time and day |
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Agent skill set |
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Last agent called |
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Media |
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| It matches the agent skills with a number of queues and ensures the delivery of the call to the most appropriate agent. It supports various other functionalities like Resolution codes, wrap up codes etc which provides the agents with time to close a call properly before attending to the next call. |
| The application allows the queues to be blocked so that callers hear a busy signal once queue thresholds have been reached which will enable you to control your free phone network costs, as callers who would otherwise be waiting in a queue for an extended period of time are unable to enter the queue. |
| Information is Power The on-board database collects (cradle to grave) historical statistics on every facet of every call. Managers are able to create reports and graphs that are meaningful and easy to analyze, helping you to make informed management decisions, prioritize goals and set performance standards. |
| Information can be provided on an individual basis as each agent logs on using a personalized ID. This enables the contact center managers to evaluate the performance of the call center as a whole or individual agent. Statistics can also be exported to a number of external reporting packages for further analysis. The statistical data can also be used to continuously monitor the processes and campaigns to take some dynamic decisions. It provides following real time statistics : |
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Logged in or out |
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On a queue call, including queue name and number |
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On an outbound or inbound direct call |
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On a break and minutes left before returning |
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Time elapsed since current call commenced |
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Number of agents logged in per queue |
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Service level percentage per queue |
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Number of daily abandoned calls per queue |
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Number and age of calls waiting per queue |
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Total number of daily calls handled per queue |
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Answer delay time per call |
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Talk time per call |
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| Designed specifically for outbound telemarketing type of campaigns, the outbound dialer application allows campaigns to be built quickly and with ease - without IT skills. It handles multiple campaigns and supervisors can "drag and drop" agents in and out of campaigns throughout the course of their shift. It ensures appropriate database integration to provide appropriate screen pop to the agent screen. The dialer can be operated simultaneously in multiple modes (preview, progressive, predictive) depending on the campaign requirements. The application also supports assignment of a specific campaign in more than one mode as per the business requirements, making the application adaptive to any type of the outbound setup. |
| With the internet coming up as a booming medium for communication, the contact centers need to have an effective strategy and the tools to manage this medium effectively. The web module enables the contact centers to provide the very highest levels of customer service to web-based transactions. Functionality within the module includes the queuing of web-based telephony, management of Internet Callback requests and two-way Internet collaboration/ chat. This fax and email module has been designed to manage and queue inbound email and fax traffic within the contact centre. Emails and faxes are queued and delivered to a preset group of agents in much the same way as telephony calls are delivered today. |
| The feature rich programming of the dynamic announcement guarantees that callers never hear the same recorded announcement twice. Its ability to inform callers of their relative position in the queue - and to update them on their progress. Keeping callers in the know improves customer satisfaction. The customized announcements lets the call center managers to make good use of wait times by offering announcements that instruct callers or provide them with pertinent information. |
| While some callers are content to wait on the line for the next available agent, many are not. The unique queuing principle of the application by giving callers a choice - offering them the option of a callback to eliminates the tedious task of waiting in queue, enhancing your customer service to a higher level than ever before. |
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Package 3 |
Customers expect all their interactions - in self-service and assisted-service; voice, e-mail and Web - will be handled quickly and consistently. Enterprise executives demand all customer touch points be tightly integrated and controlled with real-time insights into operational performance. With sophisticated routing, reporting and management capabilities across voice, e-mail and Web channels, the application ensures that your customers are quickly connected to the best available resource - the first time. The application delivers the interactions across any network and any site, leveraging investments and existing infrastructure to create a virtual call center. |
| The unique, comprehensive set of capabilities of the application provides efficient handling of each of the Customer interaction, Integrate it with enterprise applications/database and CRMs, centrally control its progress across the organization and deliver Insights to make customer service more effective. |
| The application brings Internet technologies to voice self-service. It transforms the phone into a powerful, anywhere-anytime information access tool and enables a new breed of voice self-service applications. Voice Platform is a set of products that provide all the call handling found with best-in-class Integrated Voice Response systems and also provide additional next-generation voice-activated self-service functions with Web sites providing consistent data to the customers trying to access for the information through any channel. |
| The application manages all incoming calls (TDM as well as IP) and delivers the caller to the right agent with the right information the first time, regardless of location and across any contact center infrastructure. Inbound Voice also offers a Voice Call-back Option so call centers can offer customer-friendly call-backs at the time of the customer's choosing and eliminate the frustration of holding. |
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It adds the capability to integrate and intelligently route other interactions, such as faxes, emails and web contacts, into the contact center. It adds artificial intelligence capabilities to examine e-mails, determine likely responses, and provide suggested or auto responses to e-mail. |
| The application provides out-of-the box integration with the CRM/ERP applications within the contact center through the Gplus Adapters to accelerate and enhance the agent performance and the contact centers unified agent desktops that integrate customer data and interaction controls within a single desktop interface. The SDKs enable customers and third-party developers to rapidly create and integrate customized applications such as agent quality monitoring, wallboard systems and specialized reporting. SDKs give access to important functions including system configuration, real-time statistics, and agent and queue interactions. SDKs include Java APIs and a new toolkit for Microsoft .NET desktop development. |
| The application enables contact centers to analyze customer interactions and gain valuable insight in order to optimize contact center operations. It collects the most granular interaction details, configuration history, and agent information from various sources and stores them in an industry standard star schema data base. It provides ready-to-analyze data that is suited for multidimensional, trend and other analysis techniques. |
| The application provides the analytical tools to forecast workload, schedule staff in flexible ways, and monitor adherence to the plan - within a single center or across a distributed collection of centers, and encompassing workloads ranging from voice-only call centers to sophisticated multi-channel contact centers with many types of work activities. The software can optimize schedules in several dimensions including service levels, skills and operating costs so that workforce strategies align with business strategies. |
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| Features and Benefits : |
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Modular Structure : |
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The modular structure provides flexibility to the users to select the modules best suiting their requirement. The entire solution being operating on a centralized platform, enables the other modules to be added over the same platform when and then required. |
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Improved Productivity and Response Times : |
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The solution enables the agents to be dynamically assigned to different type of queues to ensure efficient distribution of the calls to the agents in any situation. To ensure First Call Resolution, the calls are routed to the right agent by matching the agents' skill to number of queues. Directing the caller to the right agent at the first instance ensures minimum wait time for the callers and hence boosts their satisfaction. Also, it ensures that the agents attend only to the productive and proper calls. The dynamic post call work-time assignment enables the agents to complete the tasks before attending to the next call. |
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Lower Call Abandon Rates : |
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Using the customized and caller specific announcement feature of the solution, it is possible to keep more and more callers to remain in the queue even in the peak conditions. The callback option will also provide the customers with an option after hanging up the call, which would reduce the abandoned call rates. |
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Easier Monitoring and Reporting : |
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The mangers and the supervisors are provided with the clear picture of the continuous changes in the call center which enables them to make the dynamic changes in the setup. |
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The customized reports provide the call center mangers with the toolkit for evaluation of the agent performance and the campaign performance which could be accessed whenever required. |
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